Hera automatically creates new Associate Issues based on poor performance from your imported Scorecard, Picture on Delivery Report, Customer Feedback, Mentor, Engine Off Compliance (EOC), and Netradyne. However, you can create custom Associate issues using the "Create" drop-down at the top of any page in Hera.
Associate Issues
STEP 1:
Click Create and Associate Issue
STEP 2:
Under Associate Issue Information, select the Associate Issue type with the drop-down menu of default associate issues.
Additionally, provide the Associate's name, the Date of Occurrence, and the Time.
In this Associate Issue Type drop-down menu, you will first see the default list, i.e., Called Out, Late-No Call, and other attendance issues. When you scroll down that list, you will see the custom list of issues your DSP created. If you're a new Hera customer, you can create Custom Issues by selecting Add New Associate Issue Type at the bottom of the drop-down menu. You can see examples of Custom Associate Issues in the screenshot below (these examples are not on your Hera account).
STEP 3:
Once additional information has been entered, click "Create" on the bottom right. Hera will then ask if you want to create a Pending Counseling Record with the Associate Issue you just created.
STEP 4:
To see all Associates' Issues easily after creation, on the Performance and Coaching page,
STEP 5:
Once here, you can see your most recent associate issues and also view all issues by clicking the blue link on the bottom left.
You may add an Associate Issue on this page by clicking the action menu and then Add Associate Issue. This action menu also provides another way to view all Associate Issues. Shown below is Add Associate Issue.
Additionally, you may sort these Issues by Associate Name, Issue Type, and Date of Occurrence.
Amazon Violation/Defect
Amazon Violation/Defect is the first option to choose when creating an Associate Issue. This is intended to help you track the Violations/Defects issued by Amazon. Once you click this, additional fields will appear as pictured below.
To log an Amazon Violation/Defect, select "Create" and then Violation/Defect. You can add all your relevant Violation/Defect information, and rest assured that it will always be here for future reference.
Additionally, an appeal, once submitted to Amazon, is no longer accessible. We recommend copying the appeal in Hera to have documentation so your appeal notes are not lost and can be accessed anytime.
Associate Kudos
Associate Kudos can be created similarly to Associate Issues, using the Create menu at the top right.
Bringing you to this page where you can create your Associate Kudo. The highlighted option "+ Add New Associate Kudo Type" is where you can add Kudos of your own that aren't already in the dropdown menu.
Click the Associate Kudos tab on the right of Performance & Coaching to view your Associate Kudos.
Adding Associate Issues and Kudos
Head to your Company Settings and click on Custom Lists on the left side. Associate Kudos and Issues types are now custom lists and can be managed from there.